L1 Support Representative

Job Title: L1 Support Representative

Location: Remote – Colombia

Type of Contract: Contract Employment

Salary Range: $1,200 USD/month

Language Requirements: Fluent English (strong conversational skills)

We are seeking a skilled L1 Support Representative with strong customer service and technical troubleshooting abilities to join our growing Helpdesk team. You will play a key role in diagnosing and resolving software and hardware issues remotely, ensuring excellent service and customer satisfaction across all support channels.

Key Responsibilities:

• Respond to inbound support requests via voice, email, and messaging platforms

• Communicate clearly and effectively with customers to resolve technical issues

• Troubleshoot and resolve AlohaPoS and other point-of-sale (PoS) hardware/software issues

• Assist clients remotely using support tools and ticketing systems

• Determine when hardware replacements are necessary and process orders or RMAs

• Accurately document and track issues using the companys ticketing and ERP systems

• Maintain a customer-first approach and drive for resolution efficiency

Must-Have Qualifications:

• High school diploma or equivalent

• Fluent English with strong spoken and written communication skills

• Strong interpersonal and problem-solving skills

• Experience providing remote technical support

• Familiarity with PoS systems, especially AlohaPoS, is a plus

• Knowledge of relevant software and hardware systems

• Ability to work well with a diverse team and adapt to various client personalities